Registering a Complaint or Grievance for India Travel
Air travel in India is usually smooth, but problems can still happen. Lost baggage, damaged bags, delayed responses from airlines, customs questions, and refund disputes can quickly turn a trip into a stressful experience.
This guide walks you through the right way to raise a travel complaint in India, including airline grievances, baggage issues, customs complaints, AirSewa escalation, and consumer complaint options. Keep your flight details, baggage tags, photos, receipts, and complaint reference numbers ready before you begin.
Table of Contents
- Quick Complaint Rules for Travelers
- Common Travel Issues: Lost Baggage, Damaged Bags, and Customs Problems
- AirSewa: Government Platform for Air Travel Complaints
- How to File a Complaint Against a Domestic Airline in India
- How to File a Complaint Against an International Airline in India
- How to File Complaints Against India Customs
- How to Start a Complaint Letter to an Airline
- How to File a Consumer Complaint Against an Airline
- Important Travel Complaint Links
- Frequently Asked Questions FAQ’s
Quick Complaint Rules for Travelers
| Never Use | Use Instead |
|---|---|
| Only verbal complaints at the airport | Written complaint with reference number, PIR, email, or online grievance ID |
| Unclear messages like “my bag is missing” | Flight number, date, route, baggage tag number, and exact issue |
| Throwing away receipts or baggage tags | Keeping boarding pass, baggage tag, receipts, photos, and complaint proof |
| Waiting too long to report damage | Reporting baggage damage before leaving the airport whenever possible |
| Posting only on social media | Filing through airline support, AirSewa, DGCA, PG Portal, or consumer channels |
Common Travel Issues: Lost Baggage, Damaged Bags, and Customs Problems
Lost or damaged baggage is one of the most common air travel complaints in India. It can happen on domestic flights, international arrivals, connecting flights, and codeshare journeys. Customs-related issues may include baggage examination delays, duty assessment disagreements, restricted item questions, or confusion about baggage rules.
What to Do First
Before leaving the airport, speak to the airline baggage desk or concerned airport authority. For baggage issues, request a Property Irregularity Report, often called a PIR. This report becomes important if you later file a claim or escalate your grievance.
Airline staff may follow strict procedures, especially for baggage claims, compensation timelines, and required documents. These rules are usually tied to airline policy, airport handling procedures, and guidance from aviation authorities such as the Directorate General of Civil Aviation.
For passenger rights, visit the DGCA Passenger Rights page.
AirSewa: Government Platform for Air Travel Complaints
AirSewa is a Ministry of Civil Aviation initiative that helps passengers file and track air travel grievances in India. Travelers can use it for complaints related to airlines, airports, baggage, refunds, staff behavior, facilities, and other air travel concerns.
Why AirSewa Is Useful
AirSewa gives passengers a central place to submit complaints and monitor progress. It is especially helpful when a complaint has already been raised with the airline but the response is delayed, unclear, or incomplete.
You can also review official aviation updates through the Ministry of Civil Aviation.
How to File a Complaint Against a Domestic Airline in India
If your issue involves an Indian domestic airline, start with the airline first. Most complaints move faster when you report the problem immediately and provide complete documentation.
Steps to File a Domestic Airline Complaint
- Report the issue at the airport: For baggage matters, visit the airline baggage desk before exiting the airport and ask for a written complaint record or PIR.
- Collect proof: Keep your boarding pass, baggage tag, ticket, photos of damage, receipts for emergency purchases, and any airline acknowledgment.
- Contact airline customer support: Use the airline’s official website, complaint form, email, or helpline.
- Use AirSewa if needed: If the airline response is delayed or unsatisfactory, submit the complaint through AirSewa.
- Escalate with documents: Attach your complaint reference number, PIR, photos, and communication history.
Helpful Tip
Use one clear subject line when emailing the airline. Example: “Lost Baggage Complaint - Flight AI 123 - Delhi to Mumbai - 15 May 2026.” This helps support teams identify your case quickly.
Useful airline and baggage complaint resources:
- Domestic Airlines in India
- Complaint Letter: Lost Baggage in India Flights
- Complaint Letter: Damaged Baggage in India Flights
- Air India Grievance Resolution Process
- IndiGo Feedback, Complaints, and Suggestions
- Air Vistara Feedback Form
- SpiceJet Feedback and Suggestions
How to File a Complaint Against an International Airline in India
International airline complaints often require the same basic documents as domestic complaints, but there may be extra steps depending on the airline’s country of registration, route, ticket conditions, and baggage rules.
Steps to File an International Airline Complaint
- Report the issue immediately: Inform airline staff at the arrival or transit airport. For baggage problems, request a PIR.
- Contact the airline’s global support team: Use the official airline website, complaint form, or customer relations email.
- Include complete travel details: Mention flight number, ticket number, baggage tag number, route, travel date, and passenger name.
- Use AirSewa for India-related grievances: If the issue happened at an Indian airport or involves travel to or from India, file through AirSewa.
- Escalate to DGCA where relevant: If the matter remains unresolved, you may approach the DGCA with supporting records.
For a broader international travel rights overview, you may also review IATA Passenger Rights.
How to File Complaints Against India Customs
If your complaint is related to Indian customs, duty assessment, baggage clearance, airport customs behavior, or a customs delay, use the appropriate public grievance channel. The Government of India’s Public Grievance Portal is one of the main online routes for raising such concerns.
Before Filing a Customs Complaint
Write down the airport, date, approximate time, counter or officer details if available, baggage details, and the exact issue. Avoid emotional wording. A clear timeline and supporting documents make the complaint easier to review.
You can file an online public grievance through PG Portal. For customs-related information, you can also visit the CBIC Customs Circulars section.
Additional customs resources:
How to Start a Complaint Letter to an Airline
A strong airline complaint letter should be short, factual, and complete. Include your travel details, what happened, the impact, what you have already done, and what resolution you are requesting.
Sample Opening for an Airline Complaint Letter
Dear Customer Service Team,
I am writing to report an issue with flight [Flight Number] from [Origin] to [Destination] on [Date]. My baggage was [lost/damaged/delayed], and I reported the matter at the airport under reference number [Reference Number]. Please investigate this complaint and advise the next steps for resolution.
What to Attach
- Boarding pass
- Baggage tag
- Ticket or booking confirmation
- PIR or complaint reference number
- Photos of damaged baggage, if applicable
- Receipts for necessary expenses caused by baggage delay
- Previous emails or chat records with the airline
For more help, read How to Write an Effective Complaint Letter.
How to File a Consumer Complaint Against an Airline
If the airline does not resolve your complaint after you have followed the official support and escalation process, you may consider filing a consumer complaint. This is usually suitable when you have proof of service failure, financial loss, denied compensation, unresolved baggage claim, refund delay, or unfair handling of your grievance.
Pros of Filing a Consumer Complaint
- Gives your case a formal legal route
- Useful when airline escalation has failed
- Can support claims for refund, compensation, or corrective action
Things to Keep in Mind
- Documentation is essential
- The process may take time
- You may need legal advice for complex claims
You can start with the National Consumer Helpline. You may also review details of the Consumer Protection Act, 2019.
Important Travel Complaint Links
| Complaint Type | Where to Go | Best For |
|---|---|---|
| Airline or airport grievance | AirSewa | Airline, airport, baggage, refund, and service complaints |
| Passenger rights | DGCA Passenger Rights | Understanding passenger rights and aviation rules |
| Customs grievance | PG Portal | Public grievance filing for government-related issues |
| Consumer dispute | National Consumer Helpline | Unresolved airline service, refund, or compensation disputes |
Final Reminder
The best complaint is specific, well-documented, and filed through the correct channel. Start with the airline or airport, keep written proof, then escalate through AirSewa, DGCA, PG Portal, or consumer channels when needed.
Frequently Asked Questions FAQ’s
How can I file a complaint against an airline in India?
First, report the issue to airline staff and collect a complaint reference number. For baggage issues, ask for a Property Irregularity Report. Then contact the airline’s customer service and, if needed, file the complaint through AirSewa with all supporting documents.
What is AirSewa used for?
AirSewa is a government-supported platform for air travel grievances in India. Passengers can use it to submit and track complaints related to airlines, airports, baggage, refunds, staff behavior, and passenger services.
How do I complain about lost baggage in India?
Report the missing bag at the airline baggage desk before leaving the airport. Collect a PIR, keep your baggage tag and boarding pass, and follow up with the airline. If the response is delayed or unsatisfactory, escalate through AirSewa.
How do I complain about damaged baggage?
Report the damage immediately at the airport, take photos, keep the damaged bag and baggage tag, and request written acknowledgment from the airline. Submit your claim with photos, ticket details, and the complaint reference number.
How can I file a complaint against Indian customs?
You can file a customs-related grievance through the Public Grievance Portal at pgportal.gov.in. Include the airport name, date, time, issue details, and any documents that support your complaint.
What should I include in an airline complaint letter?
Include your name, flight number, travel date, ticket number, baggage tag number if applicable, complaint reference number, a clear description of the problem, supporting documents, and the resolution you are requesting.
Can I file a consumer complaint against an airline?
Yes. If the airline does not resolve your complaint, you may approach the National Consumer Helpline or the appropriate consumer forum with your documents, complaint records, and proof of financial loss or service deficiency.
Should I complain on social media first?
Social media may help get attention, but it should not replace a formal complaint. Always use official airline channels, AirSewa, DGCA, PG Portal, or consumer complaint platforms so you have a proper record.
Related Letter Guides
- Complaint Letter Example : Poor Service at India Airports
- Complaint Letter Example: Damaged Baggage in India Flights
- Complaint Letter Example: Lost Baggage in India Flights
- Stranded? Get Your Money Back with This Flight Delay Compensation Letter Template!
- Write Effective Complaint Letters: Airlines and Airports
27 comments:
Emailing to the PM of India is the best option
Defeating bad people requires effort
Customs are taking money NOT to open bags ....... the inconvenience that it causes makes people pay $75. i suppose the intelligence agencies will ask for more through scrutiny of people from gulf so customs agent will pretent to be doing his duty and earn money and i am saying it is wrong action from people to pay if people allow a customs officer to go through bags it will take him 15 minutes to earn $75 otherwise it takes a customs officer 5 minutes to earn $75 so people should make a customs officer earn less money writing letters to goverment officers are waste of time
My gifts were torn apart by the Customes officers at Mumbai because my father refused to pay them a bribe. They stole a number of designer cardigans, soft toys, beauty articles - despite my father paying a fee on them! how nice! i wish these people & their families all the bad luck and misfortune for stealing things i brought from my hard-earned money and harassing my father. Obviously i have emailed a complaint against those thieves but i doubt if anything will be done - good old India - good for nothing people. Sometimes i feel ashamed that these are supposed to be my countrymen!
Problem with Customs and Importation of goods is that India's Customs (importaion and exportaion) rules, laws and regulations were written in 1960-70s. There was an effort to change that in 1995 when importation of goods limit was increased from Rs. 600 to Rs.1200. Subsequently the limit was raised as the inflation picked up. Now that one can import items worth of Rs.32,000 (20K + 12K). However, the laws are so antiquetted that Rs. 33K represents USD 775. With many Indians (both other nationality as well India's) carry newly acquired richness of iPod, laptop, softwares, DVD player, camera, camcorder etc... This amounts average Indian (both foreign as well as Indian nationalieteis) carry goods worth more than $5000, excluding gold. Thus, there will always be that void that Indians fel that the governement is sleeping. And that is why bribery exceeds. I have seen for a paltry $200, a women was allowed to cross the customs through Green Channel with her 8 suitcases, while I carrying an old SLR 35mm camera was detained, because I happened aso to carry some cashews and young infant clothes. Of Course, I did my part -- paid ~Rs.6700/- in duty as I wanted to keep myself honest. India's PM knows this, and he subscribes to the notion of unseen corruption. Otherwise, he would be dethroned in a minute. I know India is scared of foreign terrorist smuggling weapons and cirgarettes, but it cannot determine the difference between two n terms of applicability of laws and regulations. USA has $10,000 importation limit, NZ/Aus has NZ/Au $12,000. Nobody is asking a million dollar Bentley ot be imported, just basic goods for family members. I believe India should impose customs on items of large nature which destroys environment..trucks, cars etc..This was India can bring back a huge pool of talents and know-hows back to its borders that will be needed to overcome coming tsunami of, in John McCain's terms, Reverse Anti-Brain Drain.
I sent a kodak digital camera to Bhopal from sydney on 8th oct 08 but someone from mumbai Foreign Post put cadbury chocolates in the parcel and steal the camera when my parents went to Bhopal post office they had been told that its common in Mumbai Foreign Post.i email to this department more than 10 times but did't get any reply what should i do now?
people like us who live in abroad and want to send gifts for their love ones but department like Mumbai Foreign Post steal thier expensive gifts which is really very bad.Not only they steal but also not answer any of the complain.They are theives and this department is real shit.
Your Best Bet is send a Email to PM
http://www.pmindia.nic.in/write.htm
I sent 2 email to pm but i doubt of getting any reply as its been 1 week now.
hi this is juhi i didn't get any reply from pm and this is a real shame i mean pm is supporting the corrupt system of Mumbai foreign post?
i need some advice. i was ripped off by indian customs.
i had a camera sent to me for personal use in mumbai. i left teh country 2 weeks later with that camera and had a letter from customs stating that i am leaving the country with this camera.
Indian gov't charged my $750 in duty and taxes!
the camera is not even worth that much
fedex is not helping much
what are my options? how do i get this resolved?
thank you
india custome officers are assholes
How many emails can a PMO office read and respond.So you think only PMO office is corruption free. I Dont think so, every where in india you find corrupted officials.
I have purchased a camcorder for 530$ in USA, now can i take to india without any hassels, or i should pay for it at customs office in Bangalore, please advice me.
Hi Friends/ everyone ,
Let me bring to your notice and caution you against some malpactices held by Indian custom people and Indian Postal department.
I ordered a a 1200$ product in MAy 2009
http://www.tek.com/products/oscilloscopes/ online .
When the shipping number was given to me I was amaised the chinese company shipped this via EMS(postal service) anyways , I expected the product will take another 15 days to reach . I was shocked that the postal department handed over to me an EMPTY box for an 2kg product.
I rushed to Delhi Gol market post master for the matter but he was help less . What happened was the FUCKING Indian Custom people placed their seal and then cut open it took out the product taped with a transparent tape and Stole the product . PLEASE PLEASE I would caution everyone not to use postal department / Indian Customs for their valuable products . It is worth using DHL/FedEX/UPS etc services atleast you can gaurantee the product is not stolen.
I can bet 100% of valuable products are stolen by Indian Custom BASTARDS and the responsiblity are thrown on postal people , and these asshole Postal people are such Foolish that cant even check weight and deny packet to the Customs .
I think both these departments are clubbed and nothing could be done .
PLease STOP bribing these bastards and use a proper way , dont use SERVICES OF INDIAN POSTAL DEPARTMENT for your valuables and avoid CORRUPT THIEVES INDIAN CUSTOMS by using Insured DHL/FedEX etc services . they dont let these criminals steal you product .
INDIAN CUSTOM DEPARTMENT IS THE CORRUPT AND THE CORRUPTEST OF THE ALL AND THEY ACTUALLY STEAL THINGS . PLEASE DONT TAKE CHANCE WITH THESE ASSHOLES.
The cusotoms officers at Calicut airport are criminals. They are squezing the poor illitrated passengers and getting money in very shameful ways. They are feeding their family with very bad money. Vigiilance and CBI have to be more careful to save passengers from this robbery team and protect the reputation of our government.
Custom allows goods upto 25000/- per person as free of custom while coming from abroad. At Delhi airport items shown with invoice (of renowned companies) of purcahse of less amount are not considered by custom officers & they put their own rates for items, informing of heavy penality, negotiating for bribes.
It lookes as department does only formality for giving rules & does not want to make clear guidelines on their website.
BB, UAE
its waste of pointing to PM site
http://www.pmindia.nic.in/write.htm -- this doesn't work at all. Everything is corrupted.
hi i am pragnajyoti mukherjee i ordered 3 mobiles from uk through prizeflex ltd uk and the tracking number shows it is in delhi international airport awaiting custom clearance.how much do i have to pay to get it cleared??urgent..
thank you
I would like to import katana(Japanes sword)from canada(weapon master) having length of 37 inch. I am having 2nd DAN Black Belt(Japan) in Shito ryu style. The purpose of importing this katana is to do practice of weapon training.plz let me know the procedure for the import.My Email address is hemantpatelia@gmail.com
hemant Patelia
Hello,,,My name is Zaffar and i was coming back from Turkey to india with my Laptop,extenal Hard drive,digital camera two pair shoes and my used clothes,,on ariving Delhi the custum officers told me to open my baggage and said that i am a very rich man and i am carrying costly things (it was only to make me down)after argueing the said that i should pay 17000 rupees duty for the things,unluckyly i had aconnecting flight to Jammu from domestic airport and had no time ,,after a long discusssion they said if i pay 10,000 rupees they will let me go ,as i put my hands in my pocket they said that everywhere are cameras fitted ,i should go into the toilet and some one will come there and i should give it to him.
Tis is OUR GOVERNMENT and our OFFICERS and our CORRECTOR,,are we in a position to say (mera bharat mahaan) ???
India is reallly a corrupt Country and unluckyly i am a citizen of India
With the experience I have had with these fucking Indian custom officer I would happily fucking waste them one by one. In fact they should all be lined up and sprayed with machine gun fire and their bodies left to rot. They only bully and cause grievances to fellow Indian and lick the White peoples asses. The Indian custom officer is THE scum of this planet
My name is Ramesh Thakur i arrived on 7/3/14 by omam air 0201 i had 32 LCD so eligible 36% duty so i paid custom officer tired to negotiate amount like not to pay duty.what amount want to put his pocket.finally i paid 6000 rs for duty without giving to officer.while paying at counter i noticed more 50 lcd left without duty.either they are not eligible for duty or something else'
after new rules for LCD Money getting but in govt accounts.it has going to custom officers ac.
The Problem may be due to 500 Server Error/404 Page Not Found.Please contact your system administrator.
THIS IS THE REPLY YOU WILL GET WHEN YOU CONTACT THE PMO
I lost my parcel for a the second time at mumbai customs. I had ordered a pair of headphones worth around 25K.
Its been 3 months now and I have not received it till date! The status shows up and pending custom clearance.
Last time for the parcel, i even paid the customs duty and never received it. This time I did not have to pay the duty. But, I know in my heart that I am never going to receive it.
It's very painful to lose hard-earned money!! I don't think custom officials understand the pain of this.
Its because of greedy thieving white collared thieves like these, India can never improve. People like this, bring the entire country to shame.
After reading all the replies above, I cannot believe no action has been taken to prevent this blatant stealing.
I feel really ashamed to be associated with India, because of people like these. India will never grow as long as greedy thieving officials like these thrive.
please update new customs rule for TV
Dear Sir,
I have staying in abudhabi from last 5 years.last 4 years my family was with me.I had send some house holding items which i was used for 4 years to my home through a local cargo at abudhabi.it was send on 23rd march 2017 to my home at kerala.As per our local cargo said this cargo clearance will be in channai but you dont want to send or come to channai for the clearance.I beleaved them and agree then send the cargo no 23rd march 2017.As they said i did not get my cargo in 45 days with out that they given me the tax receipt of 62950 INRS.My cargo contains some taxable items which i giving below.
LED TV-2 NOS.
FRIDGE-550 LTR-1NO
MUSIC AMPLIFIRE-ONKIO-1NO
SPEAKER SYSTEM OF AMPLIFIRE..5NOS
and some house hold items like knife table,flower etc..
Sir,i would like to know all this items tax will be 63000?.
I having all the receipt and details of local agent at channai and give me the the direction of complaints against the agencies.
My email id --shajunalupurakkal@gmail.com.mob-00971509125802.
Best Regards,
shaju
etc..
hi there, I want to carry 30(approx) marimmo moss boll(it is a under water plant so it wil be wet only and withoit extea water and in paking), for my aquarium From USA to india? I am a indian citizen.
What could be the method?
Hello,
Sir
Subject:Illegal goods coming from another country
I import goods from foreign country with proper documentation but people here in siliguri bring goods from different borders without paying any taxes. They bring imported watches imported shoes football jersey guns ammunition. Right two borders are quiet active
1) Moreh through burmah Meghalaya
2)panitanki border
Big officials are taking big bribe
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